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Ritter Communications Introduces Remote Troubleshooting Program to Support Customers

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Amid concerns for safety during the coronavirus pandemic, Ritter Communications has launched a new remote visual support program to provide contactless virtual technical support visits to its customers.

The new program allows Ritter’s technical support team and field technicians to make a service call or perform an installation without going inside the customer’s home. The technology uses a cloud-link connection to access the camera on a customer’s phone or tablet, enabling a technician to remotely “see” the equipment setup inside the residence or office.

Once connected, technicians can:

  • Check equipment for flashing lights or improper setup;
  • Assist with first-time installation of new services without an onsite visit;
  • Identify cabling issues with routers, modems, set top boxes, etc.

“Communications services are more crucial than ever, and that means our support and service are equally vital,” said Jeff Kulas, vice president of Customer Experience at Ritter Communications. “This virtual tech visit program ensures that we can continue our commitment to excellence in customer care and service response while preserving the safety of our customers and employees.”

The process works like this: Ritter technical support staff sends a link in a text message to the customer. The customer clicks the link to begin a live video session (or take a photo) in a browser—no app required. Ritter technicians can then perform diagnostics as if they were inside the home or business using the live visual feed.

“Our remote tech support tool eliminates customers having to try and describe the lights that are blinking or the ports that cables are plugged into,” Kulas said. “Our technicians can see, through the customer’s phone or tablet, what’s going on. The customer can also send a photo, and we can even send visual directions back to the customer—such as with an arrow marking the correct port for a cable.”

Early reports of customer feedback are positive, company officials said.

“So far, our customers seem very appreciative of our concern for their safety,” Kulas said. “And the way this technology works is new and impressive, and the customer gets to be more engaged and involved in the troubleshooting and the solution.”


About Ritter Communications

Ritter Communications, headquartered in Jonesboro, Arkansas, began providing local phone service in 1906. Today, Ritter Communications serves 92 communities and more than 45,000 customers across Arkansas, southeast Missouri and west Tennessee. The company has grown steadily over the years, expanding rapidly since 2010 and is now the largest privately-held regional broadband fiber, telecom, video and cloud services provider in the Mid-South. Ritter invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer focused experience. For more information visit www.rittercommunications.com.

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